As President and CEO for The Northridge Group, Joni leads the charge in operations, strategic assessment and evolution of the firm’s contact center and customer experience solutions. Leveraging more than 30 years of sales, marketing, operations, and finance expertise—as well as an extensive breadth of knowledge in the areas of risk management, technology modernization, compliance, cybersecurity, and fraud—Joni leads NRG’s expert team and our Fortune 500 clients on contact center management and operational strategy, including workforce modernization, digital transformation, and business process optimization.
Joni has a long, proven track record of bringing together data and analytics, process automation, and emerging technologies, to drive best-in-class services while maintaining a balanced operational cost structure. At AT&T, Joni was responsible for the company’s global finance shared services organization, which was responsible for end-to-end cash management for the company. She led a team of more than 5,000 professionals and processed $150 billion in customer payments and more than 50 million credit applications.
She served as the executive sponsor of AT&T’s Human Capital Management initiative to implement a new payroll, time reporting, and HR system. In her role, she had the responsibility for billing operations, the global fraud organization, and compliance officer for AT&T Finance. Under her leadership the company had the lowest fraud rates of the past decade as a result of her implementation of Artificial Intelligence (AI) and machine learning technologies.
Joni is currently a board member for Girls Inc. of Dallas.
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